Manager HR Service Delivery & Technology

Dexterra Group

24d•Hybrid

About The Position

Dexterra Group is seeking a Manager, HR Service Delivery & Technology to assist with the Dayforce implementation across Canada and the U.S. This role will focus on the stabilization, governance, optimization, and continuous improvement of the platform. The ideal candidate will have a strong understanding of both the technical and operational aspects of an HCM environment, including configuration, workflows, integrations, reporting, security, testing, and support. This position is crucial for ensuring that HR technology effectively supports operations, provides accurate workforce data, and offers a consistent experience for employees and leaders.

Requirements

7+ years of progressive experience in HR technology, HCM systems, HR operations, shared services, service delivery, or a related environment.
Deep hands-on Dayforce HCM experience across multiple modules such as Core HR, Benefits, Onboarding, Recruiting, Compensation, Analytics/Reporting, workflows, configuration, security roles, forms, data management, integrations, testing, issue resolution, and post-go-live support.
Experience supporting or leading HCM implementation, stabilization, governance, and continuous improvement work.
Strong understanding of HR service delivery, shared services, HR operations, SOPs, process governance, issue management, data governance, security, compliance, and reporting.
Proven people leadership experience, including the ability to lead technical and service delivery resources through implementation and steady-state support.
Strong analytical and problem-solving skills, with the ability to assess issues, identify root causes, and develop practical solutions.
Strong communication skills, including the ability to explain technical and process concepts clearly to HR, business, IT, and executive audiences.
Experience working across multiple stakeholders, including HR, Payroll, IT, Finance, vendors, and business leaders.
A degree in Human Resources, Business Administration, Information Systems, or a related field.

Nice To Haves

A Human Resources designation, HCM certification, or project/change management certification would be considered an asset.

Responsibilities

Lead the remaining Dayforce implementation activity for HR-owned modules, including configuration, testing, issue resolution, cutover, go-live, and stabilization.
Act as the HR technology owner and subject matter expert for Dayforce HR modules, focusing on governance, data integrity, compliance, and alignment to business requirements.
Oversee workflows, forms, security roles, system configuration, integrations, testing, documentation, change control, and release-related activity.
Coordinate closely with Payroll, Workforce Management, IT, Finance, HRSC, and business stakeholders to resolve system and process issues.
Establish and manage the post-go-live support model, including intake, issue tracking, escalation, vendor support, documentation, and clear accountabilities.
Lead, coach, and develop a team of HCM analysts and HR Service Delivery coordinators, building technical, reporting, and service delivery capability.
Improve HR service delivery processes, intake channels, service standards, case/request management, escalation practices, and knowledge documentation.
Use HR data, service trends, reporting, dashboards, and issue analysis to identify root causes and recommend practical improvements.
Develop a roadmap for future Dayforce enhancements, upgrades, integrations, reporting improvements, and process optimization.
Translate complex system, process, and data concepts into clear guidance for HR, business leaders, and executive stakeholders.